Customer Service

13 Best Intercom Integrations And Apps for Your Customer Service Team

Eshan Pancholi

February 20, 2024

This guide dives into the most impactful Intercom integrations, spotlighting how they fortify customer support, enrich customer data, and streamline team collaboration.

Discover how integrating Intercom with leading platforms can transform your customer service strategy, offering tailored support and a seamless experience for both teams and customers alike.

1. Salesforce

Syncing conversations and data between Intercom and Salesforce provides sales and support teams with deep insights into customer behavior, allowing for more personalized and impactful customer interactions. 

This integration is crucial for maintaining strong, long-lasting customer relationships, ensuring that every touchpoint with the customer is informed and meaningful.

Teams can leverage this data to support customers effectively and identify opportunities for additional sales and service offerings, making each interaction both strategic and beneficial.

Key Features for Customer Support Teams:

• Comprehensive Customer Profiles: Aggregates customer data and interactions into a single view for personalized support.
• Salesforce Service Cloud: A complete toolkit for customer service, from case management to telephony integration.
• Salesforce Einstein: AI-powered analytics that provides predictive insights for proactive customer service.

“Good user interface. Managing sales pipeline and prospects is easy and one can target customers accordingly. Whereas, junk leads or cold leads can be put to different section. The Salesforce platform is good for analytical purpose also.”

– G2

2. Supportman

Supportman’s integration with Intercom revolutionizes the way customer support teams track and enhance their performance. By providing real-time metrics and feedback directly from Intercom conversations, Supportman empowers teams to continuously improve their customer service.

This tool seamlessly bridges the gap between customer interactions and actionable insights, allowing teams to monitor key performance indicators such as response times and satisfaction scores.

With Supportman, teams can celebrate successes, identify areas for improvement, and implement strategies to elevate the customer experience.

Key Features for Customer Support Teams:

• Performance Metrics: Gain insights into team performance with real-time metrics directly from Intercom conversations.
• Customer Feedback Analysis: Collect and analyze customer feedback to understand satisfaction levels and areas for service enhancement.
• Team Motivation and Recognition: Utilize data-driven insights to recognize and motivate team members, fostering a culture of excellence in customer support.

3. HubSpot

HubSpot offers a seamless flow of conversation data into its CRM when connected with Intercom, turning each interaction into an opportunity for lead nurturing and efficient management of customer engagements. 

This integration is key for businesses aiming to unify their marketing, sales, and support efforts, allowing teams to tailor their strategies based on real-time data.

HubSpot’s strength lies in its ability to not only store data but to also provide actionable insights, ensuring that customer support teams are equipped with the information they need to drive satisfaction and retention.

Key Features for Customer Support Teams:

• HubSpot CRM: Centralized system for managing customer interactions and data.
• Service Hub: Tools for creating a helpful customer service experience, including ticketing and helpdesk automation.
• Marketing Hub: Advanced features for leveraging customer data in targeted marketing campaigns.

“One of the best features of Hubspot the sequences, it helps us be on top of the clients head but I hope they can increase the limit, it will be easier as well if we can send sequence from our deal contacts.”

– G2

4. Slack

Slack, known for revolutionizing internal communication, becomes an even more powerful tool when integrated with Intercom.

This pairing allows for the real-time flow of Intercom messages into Slack channels, which means that customer support teams can rapidly collaborate on and address customer queries. 

The immediate nature of Slack’s communication facilitates a quicker response, leading to improved customer satisfaction and a more efficient internal workflow.

Key Features for Customer Support Teams:

• Instant Messaging: Real-time communication within channels for swift internal collaboration and response.
• Integrations: Ability to connect with numerous customer service platforms for streamlined workflows.
• Notification Management: Customizable notifications to keep teams focused on urgent customer queries.

“I enjoy the feel of Slack. I think they have done a good job in creating a UI I can look at all day and personalize. Recent changes include a more sleek look and condensed view of important channels and conversations.”

– G2

5. Zendesk

Zendesk becomes a more dynamic platform when integrated with Intercom, as it allows support teams to transition smoothly from conversation to ticket creation and management. 

This seamless workflow is vital for ensuring that all customer support issues are logged, tracked, and resolved in a manner that promotes efficiency and customer satisfaction. Zendesk’s suite of tools makes it a robust choice for businesses that want to elevate their customer service experience to new heights.

Key Features for Customer Support Teams:

• Unified Agent Workspace: A single, dynamic interface for agents to interact with customers across all channels.
• Automation and Workflows: Streamlined processes to handle tickets effectively and prioritize urgent issues.
• Zendesk Support Suite: Omnichannel support that offers a consistent customer experience across all platforms.

“Zendesk Support Suite is a cloud-based customer support software that enables me to provide better customer service across multiple channels. I like how it integrates email, chat, phone, social media, and self-service options in one unified agent workspace!”

– G2

6. Jira

Jira’s integration with Intercom is invaluable for customer support teams working in the B2B SaaS space. It allows teams to effectively capture product feedback, bug reports, and feature requests directly from customer conversations, turning this valuable input into actionable development tasks. This link between customer feedback and product improvement is crucial for enhancing the overall quality of the software and ensuring customer satisfaction.

Key Features for Customer Support Teams:

• Issue and Project Tracking: Organize and prioritize development tasks based on customer feedback.
• Custom Workflows: Tailor workflows to match your team’s processes and customer support requirements.
• Real-time Collaboration: Teams can work together within the context of customer feedback to resolve issues efficiently.

“There are a lot of options for integration. We have a Stack overflow page which we can link to our cases for reference, and it also allows for direct updates to Stack overflow with new issues and resolutions. With Jira you can set up Dashboards and have an overview of types of tickets and time to resolution.”

– G2

7. GitHub

GitHub, primarily a software development and version control platform, becomes an integral part of the customer support ecosystem when linked with Intercom. 

This integration enables software teams to directly connect customer feedback and issues reported through Intercom with the development workflow, ensuring that customer-driven product enhancements and bug fixes are tracked and addressed efficiently. This connection underscores a commitment to using customer feedback as a cornerstone for product development.

Key Features for Customer Support Teams:

• Issue Tracking: Convert customer feedback into GitHub issues for direct action by the development team.
• Project Boards: Use GitHub Project boards to prioritize and track the progress of customer-related enhancements.
• Collaboration Tools: Foster collaboration between support and development teams to ensure customer feedback is accurately captured and implemented.

“Github is easy to set up and use by beginners. It helps me log bugs in our software and I can track the release cycle. It is easy to log issues and assign them a milestone. In our company, we also use Github to create discussions about the product where our colleagues can collaborate.”

– G2

8. Mailchimp

Integrating Mailchimp with Intercom supercharges email marketing efforts by enabling businesses to sync customer conversations and data to Mailchimp lists automatically.

This synergy allows for highly targeted email campaigns based on customer interactions and queries, making marketing efforts more personalized and effective. By leveraging the detailed insights from Intercom, Mailchimp helps craft email content that resonates well with the audience, driving engagement and customer loyalty.

Key Features for Customer Support Teams:

• Automated Contact Syncing: Seamlessly add contacts from Intercom into Mailchimp for targeted email campaigns.
• Segmentation and Personalization: Use customer data to segment email lists and personalize content, enhancing the relevance of communications.
• Campaign Performance Tracking: Monitor the effectiveness of email campaigns with analytics on open rates, click-through rates, and conversions.

“Mailchimp is extraordinary due to its ability to generate marketing campaigns and marketing management that are more extensive than in any other platform, the positive and great feature of this is that you have the ability to generate designs from a template or an original creation, the feature uses the drag and drop system, to facilitate the development of different campaigns without the need to have notions of programming.”

– G2

9. Shopify

For e-commerce businesses using Shopify, integrating with Intercom opens up a new level of customer service excellence. This connection gives support teams direct access to customer order histories and transaction details during conversations, enabling more informed and personalized service. 

Viewing a customer’s purchase history and preferences within Intercom helps resolve queries faster and upsell or cross-sell relevant products more effectively.

Key Features for Customer Support Teams:

• Customer Order History Access: Quickly view a customer’s Shopify order details during support conversations.
• Personalized Support: Tailor support and sales recommendations based on customer’s shopping behavior.
• Real-time Support for Online Shoppers: Engage with customers directly on the Shopify store via Intercom, offering instant assistance and boosting sales.

“Shopify starts pretty cheap, there’s no tech management cost, all of the basic features needed to run an ecommerce site are already present and everything else can be added via the Shopify Apps marketplace, all in all, it is very easy to implement, and integrate features.”

– G2

10. Google Analytics

Integrating Google Analytics with Intercom gives businesses a comprehensive view of how customer support interactions influence website behavior and conversions. This powerful combination allows teams to understand the direct impact of customer service on the overall business, helping to refine strategies for both support and marketing. 

Analyzing customer journey data from Google Analytics and conversation insights from Intercom enables businesses to optimize their website and support channels for better customer engagement and satisfaction.

Key Features for Customer Support Teams:

• Customer Interaction Tracking: Measure the impact of support conversations on website engagement and user behavior.
• Conversion Analysis: Identify how support interactions contribute to conversion rates and identify areas for improvement.
• Behavioral Insights: Gain insights into customer needs and preferences based on their website activity, informing both support and product strategies.

“Google Analytics allows detailed tracking of website traffic, including traffic sources, user behavior and conversions. This has allowed me to identify which marketing strategies are most effective and where I should focus my efforts to improve site performance.”

– G2

11. Trello

Trello’s integration with Intercom enhances task and project management by allowing teams to create cards directly from customer conversations. This feature is invaluable for organizing customer feedback, support tasks, and follow-ups, ensuring that nothing falls through the cracks. Trello’s visual boards make it easy to track the progress of these tasks, facilitating a more organized and responsive customer support process.

Key Features for Customer Support Teams:

• Task Creation from Conversations: Instantly turn customer queries or feedback into Trello cards.
• Visual Workflow Management: Organize and prioritize support tasks using Trello’s Kanban boards.
• Collaborative Team Workspace: Collaborate on customer support tasks within Trello, ensuring transparency and accountability.

“The best feature of this website is that it is very simple, this makes it possible for me to use it without having to complicate it excessively and the interface is also simple and intuitive.”

– G2

12. Stripe

Integrating Stripe with Intercom significantly streamlines payment support by giving teams direct access to transactional data during customer conversations.

This integration is crucial for quickly resolving payment-related queries, issuing refunds, or managing subscriptions, directly impacting customer satisfaction and trust. Support teams can offer more efficient, informed service with transaction details at their fingertips, reducing resolution times for payment issues.

Key Features for Customer Support Teams:

• Direct Access to Payment Information: View customer payment details and history within Intercom conversations.
• Quick Resolution of Payment Issues: Manage refunds, disputes, and subscription changes without leaving the chat.
• Enhanced Customer Trust: Provide secure and informed payment support, enhancing customer confidence in your service.

“I love using Stripe Payments, as it is so seamless to integrate into my EMR platform and to navigate. I also love the Stripe Express App, which has a simple interface yet is customizable allowing me to keep track of pending transactions as well as look at earning patterns over specific periods of time.”

– G2

13. Gainsight

Gainsight’s integration with Intercom brings a new dimension to customer success management for B2B SaaS companies. Leveraging conversation data, Gainsight helps teams proactively manage customer health, reduce churn, and identify opportunities for upselling. By aligning customer feedback and interactions with Gainsight’s customer success strategies, teams can ensure they are always a step ahead in meeting and exceeding customer expectations.

Key Features for Customer Support Teams:

• Proactive Customer Health Monitoring: Use Intercom conversations to gauge customer satisfaction and predict churn.
• Customer Success Management: Implement targeted success plans based on interaction data to increase customer lifetime value.
• Actionable Insights: Turn conversation data into actionable insights to drive customer engagement and retention strategies.

“Gainsight is a platform that I use day in and day out every single day. I had never used Gainsight prior to my current company; the software is so intuitive that I was able to hop in and immediately find value. One of my favorite things about gainsight is the dashboarding capabilities, giving me a holistic view of my accounts, their health scores, and all high level pertinent information.”

– G2

As we wrap up our exploration of the best Intercom integrations, it’s clear that choosing the right tools can revolutionize how businesses interact with their customers.

In addition to the ones mentioned above, Tettra stands out as a crucial piece of the puzzle. 

Tettra simplifies knowledge sharing and management, helping your team have easy access to the information they need to deliver top-notch customer support. 

By centralizing your company’s knowledge base, Tettra enables more efficient problem-solving and supports a culture of continuous learning and improvement. 

Adding Tettra into your customer support operations can significantly boost your team’s effectiveness and contribute to a superior customer experience.

Start your free trial of Tettra today.